Eve
Technical support
What You Will Accomplish:
Ticket Management: Respond to all customer support tickets within our 2-hour SLA, ensuring timely resolution and exceptional customer experience
Bug Resolution: Investigate, troubleshoot, and resolve technical issues across Eve’s product suite, working closely with engineering teams when necessary
Feature Request Coordination: Collect, document, and prioritize customer feature requests, serving as the bridge between customers and product development teams
System Implementation Support: Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflows
Documentation: Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilities
Escalation Management: Identify and escalate complex technical issues to appropriate teams while maintaining customer communication throughout the resolution process
What We Are Looking For:
Legal Tech Background: 2+ years of experience in legal technology support, with understanding of law firm operations and legal software ecosystems
Support Systems Expertise: Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow), CRM platforms, and support workflow management tools
Technical Proficiency: Strong troubleshooting skills with SaaS platforms, APIs, and ability to explain technical concepts to legal professionals
SLA Management: Proven track record of meeting aggressive response time requirements and maintaining high customer satisfaction scores
Communication Skills: Exceptional written and verbal communication abilities, with experience presenting solutions to both technical and non-technical stakeholders
You Will Thrive in This Role If You Have:
Experience with legal practice management software, case management systems, or legal AI tools
Background in customer-facing technical roles with enterprise clients
Strong analytical and problem-solving capabilities in fast-paced environments
Familiarity with legal industry compliance requirements and data security standards
Passion for customer success and building long-term client relationships
Ability to work independently in a remote environment while collaborating effectively across teams
Benefits:
Competitive Salary & Equity
401(k) Program & company match
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Commuter Benefits
Autonomous Work Environment
In-Office/Home Office Setup Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In office Perks
To apply for this job please visit jobs.lever.co.